Orientation Planner

Responsible for creating a “Wow” experience when interacting with external and internal customers by consistently exceeding expectations. With limited supervision and in a team environment, interfaces with sales, identify options, plan and coordinate the activities associated with the transition of new clients into Insperity that results in client retention, growth and satisfaction. Schedules national orientation meetings and troubleshoot logistical, approval and document requirements with cross-functional, internal clients to ensure a smooth transition. Collaborates with Orientation Managers when internal requirements create conflicts/barriers to go forward with a meeting. Develops and demonstrates highly functional relationships with peer team members, sales team members and other internal departments that support a positive transition for new clients resulting in client satisfaction and retention. Maintain flexibility in schedule to accommodate clients’ needs.

Responsibilities:

Business Acumen

• Determines client eligibility for orientation services by confirming approval status and client demographic information.

• Schedules national new-client orientation meetings.

• Manages incoming orientation requests and available resources in a way that results in client satisfaction and cost-effective travel decisions.

• Interacts with the sales and service teams to troubleshoot logistical meeting details and availability.

• Communicates with Sales Representative and Orientation Manager to determine whether to hold a meeting when contractual items are missing.

• Makes scheduling decisions based on client owner’s business needs, geographical requirements for multiple locations, client cost constraints, and optimal number of attendees per meeting.

• Utilizes knowledge of various HR disciplines to communicate internally regarding possible transition challenges, including but not limited to the timing of first payroll.

• Facilitates file and file maintenance process for spin off (sales code) clients

• Supports process and audit efforts to ensure integrity and accountability for Sarbanes-Oxley and HIPAA compliance.

General Team Support

• Communicates with teammates, internal departments, and clients to ensure positive customer service via email, in person, and by phone.

• Collaborates with sales and internal teammates to resolve scheduling conflicts in a positive, client-focused manner.

• Provides backup support to the Orientation Coordinator, including the assembly of materials which requires lifting up to 50 pounds.

• Provides backup support to the Mid Market/New Accounts Payroll Coordinators during the transition process.

• Provides backup support to the Benefits team for escalations, client call-backs, and benefit form entries.

Qualifications:

• High school diploma or GED required.  Four year undergraduate degree preferred. 2 - 5 years of experience in a project management or travel-related field preferred.

COMPETENCIES

• Knowledge/Skill –Schedules and supports the orientation process including travel preparations, resource and logistical planning, documentation verification, collection and problem solving.  Understands regional nuances with travel time and the selection of hotels and flights. 
• Value Systems / Modeling and Coaching Behaviors - Communicates, endorses, and enthusiastically modes what the company vision is, what the company stands for, what the company deems important, how it relates to individual team members, and how each team member contributes to the accomplishment of that vision. 
• Client Service Interactions – Creates a positive experience with every interaction (face-to-face, written, and over the phone) in a way that achieves results while strengthening the business relationship and protecting the interests of the client and the Company. Uses knowledge of Company departments, products, services, and resources to deliver timely service solutions and to exercise judgment in planning, executing and accomplishing goals.
• Results Orientation - Achieves assigned performance standards and objectives.  Maintains tracking mechanisms and make recommendations to improve standards and measurements.  Works successfully in a team environment to handle fluctuating volumes of orientation requests.
• Internal Relationship Management - Builds, maintain, and promotes effective highly functional relationships with peers, sales staff, and corporate team members. Collaborates with team members in orientation, payroll, service, and corporate. Demonstrates strong time management and organizational skills.